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Who really drives change in a general practice?

In this episode, Ami and Zac tackle one of the biggest leadership challenges facing healthcare businesses: when does listening to your team become allowing your team to dictate the direction of the practice? (or the tail wag the dog)!!

They explore the balance between supporting staff and doctors through change and recognising when ongoing resistance begins to hold the business back. How much time should leaders invest in bringing everyone along before making the decision to move forward regardless?

The conversation then takes an unexpected turn into one of general practice's most debated topics: who should discuss fees with patients?

Should GPs confidently explain their billing decisions as part of the consultation, or is it more efficient to leave those conversations to an experienced administration team?

Ami argues that doctors should focus on medicine, while trained support staff handle the financial discussions to create a smoother patient experience. Zac believes doctors need to become more comfortable having transparent billing conversations and that avoiding them ultimately undermines private billing success.

It's a passionate debate with strong arguments on both sides.

Key Topics

• Who really drives change within a medical practice?
• How long should leaders tolerate resistance before making difficult decisions?
• Should doctors discuss fees directly with patients?
• The impact of billing confidence on private practice success
• The role of reception and administration teams in financial conversations
• Creating a consistent patient experience around billing

We'd love to hear your thoughts.

Should doctors confidently discuss their fees with patients, or should those conversations be handled by the practice support team?

Join the conversation by connecting with Practice Partners on LinkedIn or Facebook, or send us your thoughts. Your feedback might even feature in a future episode.

Support the show

We would love for you to share your thoughts, questions, and stories to: info@practicepartners.com.au

Find any resources discussed in this podcast, and all of our other resources at https://www.practicepartners.com.au/resources/

Send us your enquiry or question directly!

The new financial year brings more than just award remuneration increases. It is also the ideal time to review employment contracts, HR documentation, policies, and accreditation readiness.

In this episode, Ami and Zac walk through a practical approach to implementing annual pay increases, communicating changes with staff, and ensuring your practice remains compliant. They also discuss why July is the perfect opportunity to audit employee records before accreditation and future workforce requirements catch you by surprise.

Whether you're a Practice Manager, Practice Owner or HR Lead, this episode provides practical advice you can implement immediately.

In this episode we cover:

• Understanding the 2026 Fair Work Award wage increases
• Who should, and should not, receive a pay increase
• Managing above-award employees fairly and consistently
• Calculating wage increases using a simple payroll spreadsheet
• Communicating pay increases professionally with your team
• Common mistakes practices make during annual pay reviews
• Reviewing employment contracts and HR documentation
• Preparing staff files for accreditation and compliance
• Tracking mandatory training, immunisations and certifications
• Upcoming accreditation changes and what practices should be planning for now

Who should listen?

• Practice Owners
• Practice Managers
• HR Managers
• Medical Practice Administrators
• Anyone responsible for payroll, compliance or accreditation within general practice

Support the show

We would love for you to share your thoughts, questions, and stories to: info@practicepartners.com.au

Find any resources discussed in this podcast, and all of our other resources at https://www.practicepartners.com.au/resources/

Send us your enquiry or question directly!

In this episode of the Practice Partners Podcast, Ami and Zac are joined by two-time guest, James Gillespie - Founder of Cleanbill, to unpack the findings from Cleanbill's latest electorate breakdown report and what it reveals about bulk billing, out-of-pocket costs, and healthcare accessibility across Australia.

Together, they explore why Cleanbill developed electorate-level reporting, how transparent healthcare data is helping patients make more informed decisions, and why practices can benefit from understanding how they compare within their local market. James also shares how Cleanbill has evolved beyond a bulk billing directory into a comprehensive healthcare platform featuring practitioner profiles, accessibility information, opening hours, clinic biographies, and more.

The conversation examines one of the report's most significant findings: while bulk billing rates have increased, patient out-of-pocket costs continue to rise. Zac, Ami and James discuss the realities facing general practice, including increasing operating costs, Medicare incentives, mixed billing models, and the ongoing challenge of delivering financially sustainable primary care.

The episode concludes with an exciting look at what's next for Cleanbill, including quarterly reporting, enhanced practice analytics, and new service-based search capabilities designed to help patients find specific services such as iron infusions, chronic disease management, and other specialised care.

Key takeaways

• Why healthcare transparency benefits both patients and practices.
• How electorate-level reporting provides more meaningful insights than national averages.
• Why bulk billing rates have increased while patient out-of-pocket costs continue to rise.
• How practices can use benchmarking data to improve accessibility, patient experience, and competitiveness.
• What's next for Cleanbill and how new analytics will provide practices with more actionable insights.

Associated Links

• Cleanbill Data: https://cleanbill.com.au/cleanbill-data
• Update your listing (free): https://cleanbill.com.au/update-listing-details
• Claim your listing (free): https://cleanbill.com.au/clinic-portal

Episode timestamps

02:24 Why Cleanbill created electorate breakdown reports

04:22 What Cleanbill is really trying to achieve

08:28 Transparency, competition, and attracting the right patients

14:08 Cleanbill's new analytics dashboard and electorate comparisons

17:17 How practices can claim and manage their Cleanbill listing

20:00 Why out-of-pocket costs are increasing despite higher bulk billing rates

24:04 Medicare incentives and the challenge of practice sustainability

27:24 Funding pressures, urgent care, and the strain on general practice

35:07 How government and policymakers are using Cleanbill data

47:12 What's next for Cleanbill: quarterly reporting, richer analytics, and service-based search

Support the show

We would love for you to share your thoughts, questions, and stories to: info@practicepartners.com.au

Find any resources discussed in this podcast, and all of our other resources at https://www.practicepartners.com.au/resources/

Send us your enquiry or question directly!

Leadership Fatigue: The Silent Threat Facing High-Performing Leaders

Leadership can be incredibly rewarding, but it can also be exhausting. In this episode, Ami Assigal and Zac Pandur unpack the reality of leadership fatigue, exploring the warning signs, stages, and practical strategies leaders can use to avoid burnout while continuing to lead effectively.

Drawing on their own experiences in healthcare and business leadership, Ami and Zac discuss why many leaders become trapped in reactive cycles, how teams can unintentionally become dependent on their leaders, and the importance of creating accountability, resilience, and sustainable leadership habits.

The conversation examines the progression from enthusiasm and drive through to frustration, disengagement, and burnout, while offering practical solutions to help leaders regain control, improve communication, and build stronger, more independent teams.

Whether you're leading a medical practice, managing a business, supervising a team, or simply looking to become a better leader, this episode provides valuable insights into protecting your energy and maintaining long-term effectiveness.

In this episode:
• What leadership fatigue is and why it affects so many leaders
• The five stages of leadership fatigue and how to recognise them
• Common signs of burnout and emotional exhaustion
• Why leaders often unintentionally create team dependency
• The role of accountability and ownership in high-performing teams
• Practical communication strategies for difficult conversations
• How to navigate resistance to change and maintain momentum
• Building leadership systems that reduce stress and improve outcomes

Key Takeaway:
Leadership fatigue rarely happens overnight. It develops gradually through repeated stress, poor boundaries, and excessive dependence from teams. The most effective leaders recognise the warning signs early, communicate clearly, empower others, and build systems that allow both themselves and their teams to thrive.

Support the show

We would love for you to share your thoughts, questions, and stories to: info@practicepartners.com.au

Find any resources discussed in this podcast, and all of our other resources at https://www.practicepartners.com.au/resources/

Send us your enquiry or question directly!

Navigating the 2026 Backflip: Industry Changes and Practice Preparedness

Just weeks before significant healthcare reforms were due to take effect, the Australian healthcare industry witnessed a dramatic policy reversal. In this extra episode, Zac and Ami unpack the government's latest Medicare backflip, the confusion surrounding Assignment of Benefit reforms, and what practices need to be doing right now to prepare for the changes ahead.

From compliance concerns and patient communication to fee reviews, bulk billing pressures, and rising operational costs, this episode provides practical advice for practice owners, managers, and healthcare leaders navigating an increasingly complex environment.

In this episode:

• What changed with the government's Medicare reform agenda and why it matters
• The Assignment of Benefit confusion and common industry misconceptions
• Why many practices may have misunderstood the practical impact of the reforms
• Preparing for July 1 fee increases across Medicare, wages, insurances, and subscriptions
• Bulk billing trends across Australia and the financial realities facing practices
• Communication strategies for discussing fee changes with patients
• Financial forecasting and maintaining practice viability during uncertainty
• The importance of leadership, financial literacy, and strategic planning
• Technology, innovation, and operational efficiencies that can support profitability
• Practical actions practices can take immediately to stay ahead

Whether you're a practice owner, manager, GP, or healthcare leader, this episode offers timely insights to help your business remain compliant, financially sustainable, and prepared for whatever comes next.

Resources & Links

• RACGP Webinar: July 1 Changes & Verbal Consent Requirements
• Cyber Insurance Resources with Meena Wahi: meena@cyberinsuranceaustralia.com.au

Support the show

We would love for you to share your thoughts, questions, and stories to: info@practicepartners.com.au

Find any resources discussed in this podcast, and all of our other resources at https://www.practicepartners.com.au/resources/

Send us your enquiry or question directly!

Medicare’s Biggest Billing Change in Years? What Every Practice Needs to Know

From 1 July, the way practices obtain and record Assignment of Benefit (AoB) consent is changing... ever so slightly, marking one of the "most significant Medicare administration updates in history".

In this episode, Ami Assigal and Zac Pandur unpack what the new digital consent framework means for general practice, how software vendors are adapting, and what practice owners, managers, and clinicians need to do to remain compliant.

The discussion explores the move away from traditional paper-based processes, the increasing role of practice management systems, patient consent requirements, record keeping obligations, and the potential impact on fraud prevention and accountability. Ami and Zac also dive into the often-overlooked SMS Sender ID reforms at ACMA and why practices should act now to avoid disruption to patient communications.

Whether you're a GP, practice manager, nurse, receptionist, or healthcare business owner, this episode provides practical insights into the operational and compliance changes that will affect every Australian general practice.

In this episode:
• What Assignment of Benefit actually means and why it matters
• The new digital consent requirements commencing 1 July
• How Best Practice, HotDoc, Tyro and other systems are adapting
• Record keeping and compliance obligations for practices
• Potential risks, benefits and fraud considerations
• SMS Sender ID changes and what ACMA practices must do before the deadline
• Practical steps to prepare your practice for implementation

Key Takeaway:
The new AoB framework aims to modernise Medicare claiming and improve patient consent processes, but successful implementation will require practices to understand their obligations, update workflows, and ensure their technology partners are ready.

Support the show

We would love for you to share your thoughts, questions, and stories to: info@practicepartners.com.au

Find any resources discussed in this podcast, and all of our other resources at https://www.practicepartners.com.au/resources/

Send us your enquiry or question directly!

In this episode, Zac Pandur and Ami Assigal unpack the evolving world of healthcare marketing and the ongoing debate between managing marketing internally or partnering with external agencies. From social media strategy and branding to compliance, analytics, and long-term practice growth, this episode provides a practical look into what actually works in modern healthcare marketing.

The discussion explores the strengths and limitations of both internal teams and outsourced marketing providers, including the importance of understanding your current position before investing heavily into campaigns or branding. Zac and Ami also discuss the growing role of analytics tools, the risks of poor marketing advice, and why authenticity and compliance remain critical in healthcare.

Whether you’re a practice owner, manager, or healthcare entrepreneur, this episode offers practical insight into building a sustainable and effective marketing strategy.

Key Discussion Points:
• Pros and cons of internal marketing teams
• Benefits and risks of external marketing agencies
• How to assess your current marketing performance
• Building an effective healthcare brand
• Compliance considerations in healthcare marketing

Resources Mentioned:
Google Analytics: https://analytics.google.com/
Meta Business Suite: https://business.facebook.com/
AHPRA: https://www.ahpra.gov.au/
TGA Guidelines for Alternative Medicine Marketing: https://www.tga.gov.au/

Support the show

We would love for you to share your thoughts, questions, and stories to: info@practicepartners.com.au

Find any resources discussed in this podcast, and all of our other resources at https://www.practicepartners.com.au/resources/

Send us your enquiry or question directly!

This week, Zac Pandur and Ami Assigal discuss the hidden risks of walking intellectual property within general practice and business operations.

The episode explores how knowledge, processes, policies, procedures, and operational know-how can easily “walk out the door” when staff leave, and why strong SOPs, documentation, and handover processes are critical for protecting business continuity.

The team also touches on:

• Staff handovers and operational gaps
• Whether employees should work notice periods
• Building systems that reduce reliance on individuals
• Plenty of laughs along the way
• Celebrating Ami’s 40th birthday 🎉

Key Takeaway

If important knowledge only exists in one staff member’s head, it is a business risk. Strong systems and clear documentation protect both the team and the business.

Support the show

We would love for you to share your thoughts, questions, and stories to: info@practicepartners.com.au

Find any resources discussed in this podcast, and all of our other resources at https://www.practicepartners.com.au/resources/